The latest version of Contact Central OnDemand features the following enhancements and is supported by a range of complementary solutions listed below:

Analytics enhancements

Indexed custom fields: available when creating analyses with Answers OnDemand
Analytics custom field performance improvements: through optimisation of the analytics platform and data warehouse

Desktop integration enhancements

Lotus Notes 7.0 Support: Lotus Notes 7 has been added to the list of officially supported platforms.
Single Sign-On (SSO) for PIM Sync OnDemand: has been enhanced to include the CRM OnDemand PIM Sync client.
Enhanced PIM Sync configuration options: contact records are not only synchronised through PIM Sync, but through additional options at company level.
Disable PIM Sync extended account association: associates a synchronised contact with a Contact Central OnDemand account when the name exactly matches the company name field on the PIM contact record.
Disable PIM Sync account association: to prevent automatically creating new accounts using PIM synchronisation.

Office OnDemand reporting template enhancements

This allows reporting on more record types as well as enabling you to rename record types in your reporting template to match the online application.

Web services enhancements: additive improvements that will not change pre-existing integrations.
Asset web service support: a new top-level asset web service that allows you to focus directly on assets, making your integrations more straightforward.
Contact web service enhancements: exposes the asset child object, providing better access to the contact-to-asset relationship. Exposing the IDs of the primary and alternate addresses, allows access to the address IDs without having to loop through the address child object.
Opportunity web service enhancements: includes the key contact ID and key contact external ID.
Single sign-On (SSO) for web service: applications can now be deployed using SSO, which has been enhanced to support Contact Central OnDemand web services.

OnDemand complementary solutions

As part of BT's Next Generation Contact Centre (NGCC) portfolio, NGCC Contact Central OnDemand (CCOD) is supported by a collection of CRM propositions, such as Customer intelligence.

OnDemand service options

Hosted
Onsite
Combination of hosted and onsite

OnDemand training

Regardless of the solutionimplemented and the expertise of the delivery teams, a company can only realise a return on investment with the buy in, support and correct operation and use of the selected system and its functions.

We understand the need for training in all business areas. Therefore, we offer a full range of experienced instructor-led training products and also ‘train the trainer’ training.

Our tutor-led training events cover the following three key areas:

User training: offers a practical introduction enabling users to get to grips with the product
Administrator training: provides administrators with the skills and knowledge they need to maintain, control and optimise the product
Discovery workshops: working with the management team to plan for successful implementation

Delivery practice

The Contact Central Rapid Delivery Blueprint provides business process-based methods, project toolkits and quality gates. It combines these with a proven methodology in delivering a fully functioning Contact Central solution and a wide range of specialist skills:

Certified practitioners of contact central origin and modular add-on packs
Complete business process analysis and design
Full life-cycle project and program management
Systems infrastructure specialists
Certified Contact Central configurations
CRM solutions design architects
Systems integration specialists
Dedicated training team

Once the implementation is operational the delivery practice continues to provide training, support and follow-up consultancy services.

In addition, the delivery practice can rapidly and seamlessly make an add-on pack upgrade to your Contact Central solution if desired.